End User Separation is part of the Department Spaces feature launch. This follow on launch allows admins to segment agents access to end users based on the agent’s department membership. This ensures focused support, enhances data privacy, and promotes specialized product knowledge. Agents' ticket access AND end user access will depend on their department membership. Zendesk Admins automatically belong to all departments.
As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.
If you have any questions or need further clarification, please don't hesitate to reach out to us directly at tim.mclean@zendesk.com and alina.wright@zendesk.com. We greatly value your input and look forward to your participation in our Early Access Program.
—
Product Functionality
With the end user separation Early Access Program (EAP), customers can:
- Assign agents to specific departments, limiting their access to tickets and end-users relevant to those departments.
- When an end user takes specific actions within an instance, that creates a brand relationship between the end user and the brand. That relationship designates which agents can access the end user.
- Ensure team members access to end users is limited to their specific departmental needs.
- Allow instance Admins to access all departments, tickets, end users, and business rules across the entire instance.
- Deliver a more personalized and cohesive support experience to customers.
- Restrict agents' ticket views strictly to departments where they have membership.
- Limit agents' access to end-users to only those users who have interacted with their assigned departments.
Product Limitations
As an early access feature, there are some limitations to our partial end user separation EAP that you should be aware of when utilizing this feature:
- Adding Followers / CC: An agent will not be allowed to CC or add followers outside of their brand to a ticket.
- Agents can add an existing end user to their brand if they know the User’s email address: Agents can gain access to a User record if they know the email address.
- Does not prevent creation of already created end user records: As an agent creating a new end user that exists in another brand, I am not notified that the end user exists and the brand I am in gets added to the end user in the other brand. The end user now has two brand associations.
- Shared end users across brands: when an end user interacts with multiple brands, the end user is shared between those brands. Agents who have access to one or more of those brands will have access
- All Support channels supported for end user separation. Knowledge, AI Agents, Analytics, Workforce Management, Quality Assurance, Community and Sales are not included.
